Office of the Communications Authority
Trading Fund Report 2019/20

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In 2019/20, we achieved/surpassed all performance targets in our 34 job areas. The full list of our performance targets for 2020/21 are also set out in the table below.

The level of service we provide is influenced to some extent by exceptional circumstances and workloads during peak periods. The following table takes these factors into account and sets out the standard service delivery times we aim to achieve for a wide range of services.

Services
(*new item introduced in April 2020)
Service Delivery Standard
for 2019/20
Performance Target
(% meeting service standard) for 2019/20
Actual Average Performance in 2019/20 Service Delivery Standard
(Performance Target) for 2020/21
Processing of Broadcasting Service Licence Applications
Non-domestic Television Programme Service/Other Licensable Television Programme Service 4 months 100% No application 4 months (100%)
Processing of Telecommunications Service Licence Applications / Registrations
Mobile Radio System Licence
Establishment of a new system 38 working days 98% 100% 38 working days (98%)
Relocation / Addition of base station 32 working days 98% 100% 32 working days (98%)
Addition of mobile station
  • For stations of taxis
5 working days 99% 100% 5 working days (99%)
  • For other stations
8 working days 99% 100% 8 working days (99%)
Replacement of mobile station equipment
  • For stations of taxis
5 working days 99% 100% 5 working days (99%)
  • For other stations
8 working days 99% 100% 8 working days (99%)
Replacement of base station equipment 8 working days 99% 100% 8 working days (99%)
Issue of licence 8 working days 99% 100% 8 working days (99%)
Radio Dealers Licence 4 working days 99% 100% 4 working days (99%)
Industrial Scientific and Medical Electronic Machines Licence 5 working days 99% 100% 5 working days (99%)
Radio Determination and Conveyance of Commands, Status and Data Licence 5 working days 99% 100% 5 working days (99%)
Satellite Master Antenna Television Licence
  • New application
11 working days 98% 100% 11 working days (98%)
  • Renewal*
11 working days (98%)
Ship Station Licence 9 working days 99% 100% 9 working days (99%)
Amateur Station Licence 9 working days 99% 100% 9 working days (99%)
Self-provided External Telecommunications System Licence 26 working days 99% 100% 26 working days (99%)
Services-based Operators Licence
    • Response to new application
    • Class 1 & Class 2 Service(s)
    14 working days 98% 100% 14 working days (98%)
    • Class 3 Service(s)
    13 working days 99% 100% 13 working days (99%)
    • Approval for issue of licence*
    3 months (98%)
    Aircraft Station Licence* 5 working days(Note A) (98%)
    Broadcast Radio Relay Station Licence* 15 working days (98%)
    Hotel Television (Transmission) Licence
    • New Application*
    15 working days (98%)
    • Renewal*
    11 working days (98%)
    Class Licence for Offer of Telecommunications Services – Registration* 14 working days (99%)
    Class Licence for Provision of Public Wireless Local Area Network Services – Registration* 14 working days (99%)
    Import and Export Permit* Immediately over counter upon payment by cash or EPS, or 3 working days by cheques or PPS (98%)
    Transhipment Notification* Within the same day (98%)
    Processing of Certificate and Endorsement Applications under the International Convention on Standards of Training, Certification and Watchkeeping for Seafarers (STCW Convention)
    Global Maritime Distress and Safety System (GMDSS) Certificate and Endorsement 5 working days 95% 100% 5 working days (95%)
    GMDSS Certificate of Equivalent Competency and Endorsement 5 working days 95% 100% 5 working days (95%)
    Investigation of Radio Interference
    Interference on commercial services Investigation within 6 working days 96% 100% Investigation within 6 working days (96%)
    Interference on broadcasting services Investigation within 9 working days 96% 100% Investigation within 9 working days (96%)
    Processing of Applications for Numbers / Codes
    Assignment of telecommunications numbers and codes 8 working days 90% 100% 8 working days (90%)
    Checking, processing and acceptance of return of telecommunications numbers 10 working days 100% 100% 10 working days (100%)
    Handling of Complaints about Broadcasting Matters involving Suspected Breach of the Broadcasting (Miscellaneous Provisions) Ordinance, the Broadcasting Ordinance, Part IIIA of the Telecommunications Ordinance, the terms or conditions of a Broadcasting Licence, or the Broadcasting Codes of Practice
    Issue of an interim reply 6 working days 98% 100% 6 working days (98%)
    Inform complainants of results of cases not involving an investigation(Note B) (or report of progress to the complainant if results of cases are not ready) 3 weeks 98% 100% 3 weeks (98%)
    Inform complainants of the CA’s decision on complaints involving a straightforward investigation(Note B)  (or report of progress to the complainant if the CA’s decision is not ready) 8 weeks 98% 100% 8 weeks (98%)
    Inform complainants of the CA’s decision on complaints
    involving a complex investigation(Note B)  (or report of progress to the complainant if the CA’s decision is not ready)
    4 months 98% 100% 4 months (98%)
    Handling of Consumer Complaints against Telecommunications Operators (except for complaints relating to Section 7Q of the Telecommunications Ordinance) involving Suspected Breach of the Telecommunications Ordinance or Licence Conditions of the Telecommunications Service Licences
    Full reply to complainant (or interim reply if full reply is not ready) 27 working days 90% 100% 27 working days (90%)
    Handling of Enquiries and Complaints against Operators relating to Section 7Q of the Telecommunications Ordinance
    For enquiries, issue full reply (or interim reply if full reply is not ready)* Within 14 working days (90%)
    For complaints, issue full reply(Note B)  (or interim reply if full reply is not ready)*
    Within 12 weeks (90%)
    Handling of Industry Complaints against Operators (except for complaints relating to Section 7Q of the Telecommunications Ordinance) involving Suspected Breach of the Telecommunications Ordinance or Licence Conditions of the Telecommunications Services Licences
    Completion of full investigation (or report of progress to the complainant if full investigation is not completed) Within 45 working days 90% No new case Within 45 working days (90%)
    Handling of Enquiries and Complaints against Broadcasting and Telecommunications Licensees on Suspected Contravention of the Fair Trading Sections of the Trade Descriptions Ordinance
    For enquiries, issue full reply (or interim reply if full reply is not ready)* Within 7 working days (90%)
    For complaints, issue case progress to the complainant if the case result is not ready Within 3 months upon acknowledgement of receipt of the complaint 90% 100% Within 3 months upon acknowledgement of receipt of the complaint (90%)
    Handling of Enquiries and Complaints against Undertakings in the Broadcasting and Telecommunications Sectors on Suspected Contravention of the Competition Ordinance
    For enquiries, issue full reply (or interim reply if full reply is not ready)* Within 14 working days (90%)
    For complaints, issue full reply(Note B)  (or interim reply if full reply is not ready)* Within 28 working days (90%)
    Handling of Reports on the Suspected Contravention of the Unsolicited Electronic Messages Ordinance
    Completion of full investigation (or report of progress to the complainant if full investigation is not completed) Within 10 weeks 90% 100% Within 10 weeks (90%)
    Reply to Public Enquiries and Complaints of OFCA’s Services
    Full reply for enquiries (or interim reply if full reply cannot be provided) Within 7 working days 90% 100% Within 7 working days (90%)
    Full reply for complaints (or report of progress to the complainant if full investigation is not completed) With 15 working days 90% 100% Within 15 working days (90%)

    Note A OFCA will issue a letter to the applicant if its application can be referred to the Civil Aviation Department for further processing.

    Note B Upon receipt of sufficient information from complainants.